Feature Requests

There needs to be a place for internal chats and customer chats to be separated beyond relying on staff to remember to switch from Private to Public. Internal chats can make it really easy to lose track of where the last customer communication took place. Especially as we go all in companywide as our phone systems, this honestly kind of scares me relying on the private/public toggle.

Please enable auto note taking for any additional calls to a customer on the same ticket. Our Parts team often needs to call customers multiple times, and having the 2nd, 3rd, and subsequent conversations summarized, similar to the initial call summary, would be extremely helpful. Ideally each follow up call summary would be appended to the existing Issue Summary section. If possible, distinguishing or timestamping each call’s notes would add clarity(Call 1 summary, Call 2 summary, etc.).

On any metric listed on all insights dashboards, a double click of the mouse should open the data behind that metric. Example if I clicked on the case well prepared I should be able to see every case and sort by well prepared, location ID, XID, ETC and export all that to excel. Currently when exporting we get dates only. This is worse way worse than the already horrid SAR usage and JDU reports we currently have.

When a text reply is sent to a ticket it is hard to pinpoint which ticket needs action.

Context: Our company has recently moved our IT tickets to Expert Connect and we have several users that communicate together, but find that there isn't an easy way to talk to each other within a ticket timline. Example: A member of the team has an issue that they're managing and require information from their manager, but will remain the one managing the ticket. At this stage, they can try and add the manager to the watch list, then add a comment and hope the manager sees it, but there's a chance they don't and the manager is going to get extra notifications they don't need. Solution: Allow users to tag other internal users so that we can deliver only the message the other user needs to see.

The ability to change a ticket status to "Work in Progress" to align with Service Center. It would be helpful to know if a work order is open on the machine to better track instead of swapping between Service Center and Expert Connect and DBS.

We would like to be able to duplicate team/call/message settings across multiple teams without having to go into each team individually. A prime example would be the chat responses. It would be beneficial to a company standard set of messages that teach team could opt into.

Would like to have the ability to answer calls with the ear bud or headset rather than have to run back to the computer. log in at times, before being able to actually answer the call.

At times we get tickets that request a certain task be completed on a future date. I would like to see a tool for putting a ticket into hibernation until the date arrives then the ticket becomes active, ready to be assigned to a team member.